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Customer Support Outsourcing

Customer support outsourcing for your Shopify apps made simple

Grow your business by focusing on your core competencies and let us deliver great customer support for you

Personal Approach
Effective Support Tools
24/7 Customer Support

By entrusting your Shopify app customer support to us, you:

Focus on growing your business
Being an app developer, you might sometimes feel overwhelmed by numerous support tickets. Stop wasting your time on customer support service and focus on your core competencies instead, while we take care of your clients.
Have a dedicated support team
Our support agents are trained in customer service and have many years of experience in Shopify. They can help you resolve your support tickets efficiently and make each customer experience personalized.
Get a full range of support services
Customer support is more than just solving a customer’s problems and closing tickets. We also help you integrate the required tools such as Zendesk and telephony, train and manage your team, and provide quality analysis.
Increase customer satisfaction
We know how to make your customers happier and increase their retention rate with quality support. Satisfied customers are more likely to continue doing business with you and leave a 5-star rating to your app.
Role-based Pricing

Request your pricing for outstanding outsourcing

Integration and onboarding

$750

Cutback $350 from the 4th app

The price includes:
1. Integration of support tools:
Integration and customization of Zendesk
Job creation for all managers
Email funnel configuration
Placing a chat widget inside the app and on a website
2. Telephony integration:
Selection and connection of a new phone number, integration with PBX
Updating the support contact number on product listing
3. Onboarding:
Study of product documentation
Study of typical queries, preparing scripts
Research and analysis of the app statistics
Training the support team and managers

Note: The cost of onboarding and integration depends on your app and the current support system. After studying your app, we will prepare the final offer for this stage.

Monthly payment

$800

The price includes:
Solving 25 support tickets
The price of every subsequent ticket depends on the total number of tickets deducting 25 ones included.
24/7 support (Tier 1 and 2) via chat, email and phone
On weekdays we work in 3 shifts:
  • 9am - 4pm (morning shift)
  • 4pm - 11pm (daily shift)
  • 11pm - 6am (night shift)
On weekends the support team works in 2 shifts:
  • 10am - 8pm (daily shift)
  • 8pm - 8am (night shift)
Price per ticket**
0-25 tickets
$16
25-50 tickets
$15
51-75 tickets
$14
76-100 tickets
$13
101-150 tickets
$12
151-200 tickets
$11
201 and more tickets
$10

Let’s calculate: Suppose the total number of tickets per month is 103. Then the cost will be $800 (subscription fee) + (103-25)*$11 = $1,258

Additional payments: receiving a positive review after communicating with our manager - $12
Removal of negative reviews by our manager - $20

Get your quote

Customer support tiers

Tier-1

Receiving, processing, and initial analysis of queries, as well as providing solutions to general and most simple questions

Tasks to be performed:

Сlarification of the problem - specialists should clearly understand what exactly needs to be solved
Filtering of tasks and redirection to another department if the task is not related to technical support
App diagnostics
Task complexity assessment
Assistance in application setup
Solving the task or redirecting the request to Tier-2

Tier-2

Expert support. Our specialists handle advanced issues on a storefront and perform skilled complex settings.

Tasks to be performed:

Determining the cause of the problem
Helping the user to set up the app or to fix the problem
Troubleshooting with the app developer
Product performance analysis
User needs analysis
Analysis of typical errors and bugs for further refinements

How we work

Following initial contact, we will work with you to learn your business profile, the apps you have, and how you interact with your customers. We’ll schedule a meeting to discuss all the important details and agree on next steps.

Inception

We get to know your business in detail and prepare documentation for training purposes

Onboarding

We assign support agents and start training them on your apps and processes

Ongoing work

Our support specialists start replying to your tickets and make your customers happier

Why choose us

Effective Support Tools
We use only the best tools for daily support operations
Personal Approach
We find an individual approach to every client
Expertise
We have 10 years of expertise in delivering excellent customer service
Expert Team
Our team of experts has deep expertise in Shopify
24/7 Customer Support
We operate 24/7/365, including holidays
Fast Start
Support team starts working within 2 weeks from initial contact

Actually, ▲82% of Inc.500 companies outsource support

Request special pricing

For effective integration, Shopify app developers should provide us with the following:

Access to all required systems such as Shopify Partners, support mailbox, and task management system
Technical description of the product, including the working principle, basic mechanisms, and so on
List of typical queries, the most frequent problems and their solutions

Software that we use

The Ecowwerce support team uses Zendesk as the primary tool for customer service. It is possible to work through Intercom, but in this case the subscription fee for Intercom is paid by the customer. We do not work with any other third-party software or client software except Zendesk and Intercom

FAQ

If you didn't find an answer, fill free to write us about it. Our support team will help as fast as they can

Ask Us!

Just send your question by a contact form
I have a question

Right now, we charge $750/month for one app with some extras for reviews: $12 for generating a positive review and $20 for negative review removal. From the 4th app, the cost will be $350.

Currently, the cost is fixed at $750 per application. In the future, we will adjust the cost depending on the load or the number of calls.

25/month

You may find NDA here 

First, we sign a contract and NDA. According to it, we have access only to the Stores section inside the partner program and don’t have access to personal data associated with the your applications.

We provide Tier-1 and Tier-2 support. By Tier-2 support, we mean that a Shopify developer needs to access a store to troubleshoot or perform a task if necessary.

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